Manager - Customer Relationship Management

Job Summary

We are looking for an experienced Manager Customer Relationship Management to drive customer retention, fleet onboarding, customer satisfaction, and vehicle uptime across retail and B2B customers.

The candidate will be responsible for managing the complete post-purchase customer lifecycle, ensuring timely resolution of customer concerns, coordinating with service and spare parts teams, and developing strategies to improve customer satisfaction and retention.

Key Responsibilities

• Manage customer relationships throughout the complete post-purchase lifecycle.
• Lead onboarding and operational integration of B2B and e-commerce fleet customers.
• Coordinate with Service, Spare Parts, Operations, and other internal teams to ensure smooth customer support.
• Ensure SLA-based resolution of customer issues and complaints.
• Monitor NPS and CSAT across assigned regions.
• Analyze customer feedback and identify recurring customer pain points.
• Identify at-risk customers/accounts and develop appropriate retention strategies.
• Monitor vehicle usage, battery health, service history, and operational data to identify potential issues.
• Proactively coordinate preventive actions to improve vehicle uptime.
• Drive customer retention, renewal, and upselling opportunities.
• Manage key customer accounts and maintain strong long-term relationships.
• Track customer complaints, resolution timelines, and service performance.
• Conduct regular customer reviews and follow up on open issues.
• Prepare customer performance, retention, NPS, CSAT, and satisfaction reports for management.
• Identify opportunities to improve customer experience and operational processes.

Required Qualifications & Skills

• Graduate in Engineering, Business Administration, or a related field.
• 4+ years of experience in Customer Success, Customer Relationship Management, Key Account Management, Fleet Management, or Customer Service.
• Experience in Automotive, EV, Logistics, E-commerce, or Commercial Vehicle industry preferred.
• Strong customer relationship and account management skills.
• Experience managing B2B customers or fleet accounts is preferred.
• Good understanding of customer retention, NPS, CSAT, and SLA management.
• Strong communication, problem-solving, and stakeholder-management skills.
• Ability to work with cross-functional teams and handle customer escalations.
• Data-driven approach with good analytical and reporting skills.